Our Buyer Protection is a time period that offers our customers the right to open a dispute on their order. The protection gets started when your shipment has left the warehouse, and it's available until a specified date. To find out the limit date of protection on your order, email our support at firstname.lastname@example.org, including your name and your order number.
When you place an order with us, you will be eligible for our Buyer Protection. This means that if your order doesn't arrive until your Buyer Protection ends, you can send a message to our support and our team will immediately open a dispute on your purchase, so you can get a refund/exchange of your payment.
If you are contacting our support because your Buyer Protection just ended and your order didn't arrive yet, this probably means that your package is held by customs or it got lost (rare cases).
After getting in touch with our support and opening a dispute, be aware that a dispute can take up to two weeks at maximum. Cases are normally solved much quicker than this, however. During this time we are trying to get in touch with our warehouses and with your local postal company, in order to get any information about your purchase and to find the location of your package.
When the dispute ends up, our support will have the decision for your purchase. We will find the location of your package OR we will proceed a refund/exchange on your order.